HITTING THE MARK WINNER
Fashion retailer, Revolve, was crowned the winner of Hitting the Mark 2022, delivering the strongest customer experience across our analysis. The designer apparel brand impressed us at every step of the customer journey. In particular Revolve excelling across the categories of email and cross-channel experience, beating out all brands within its region (US) and ultimately edging out Adidas Netherlands to capture the top spot globally.
Email experience
Customer experience
Cross-channel experience
Overall score
Revolve reigned supreme at personalization, using first names in email subject lines to help its communications stand out from others in recipients' email inboxes. The brand maintained and boosted these capabilities through its use of a comprehensive preference center where preferences were easy to configure with plenty of individual opt-in settings for updates and recommendations to help with segmentation. Options included tailored content such as personalized product recommendations based on a customer's past browsing and purchase history.
Revolve's communications expertise carried through into areas such as abandoned shopping cart management, where the retailer used clever techniques such as social proof to rekindle customer interest in products. It also offered a responsive live chat feature to better serve customers who wanted to escalate their inquiry immediately while helping to move them further down the sales pipeline.
The retailer also shined in its use of cross-channel marketing techniques that enabled it to take the conversation to consumers wherever they felt most comfortable as noted in its high-quality web experience. Revolve tailored its website as a progressive web app (PWA) for fast mobile performance and better device integration, making it one of only four brands worldwide that scored above 50 (max score of 100) in our analysis of PWA performance. Using a cross-platform approach for advertising retargeting, the retailer engaged with customers across social, search, and ecommerce.
Rounding out the "top ten", these nine brands stood out from the rest due to their use of seamless cross-channel marketing, compelling content, and outstanding customer engagement at almost every customer touchpoint.
